JPH11312204A - Automatic machine monitoring device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an automatic machine monitoring device centrally monitoring the operating state of an automatic machine such as ATM installed at each store. SOLUTION: This device is provided with an automatic machine managing server 11 which receives a state signal from plural automatic machines to write in a data base and transmitting a given instruction to the automatic machines, a monitoring work station 20 which reads state information on these automatic machine from the data base, displays it for monitoring the automatic machines and issues various kinds of instructions to the automatic machines, the data base 14 holding state information transmitted from the automatic machines via the server 11, a communication means such as a telephone equipment installed corresponding to each automatic machine and an exchange control server 13 which is capable of executing the state management of the telephone set corresponding to the station 20 by instructing call incoming, holding and call originating to an exchange in order to connect the telephone set installed corresponding to the station 20.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an ATM (Automatic Transfer Machine),
The present invention relates to an automatic machine monitoring device for monitoring the operation state of an automatic machine such as a mechanical teller's machine.
In particular, the present invention relates to an automatic machine monitoring device that centrally monitors the operating states of a large number of automatic machines installed in each store at a center.

[0002]

2. Description of the Related Art An operating state of an automatic machine installed in each store of a financial institution is monitored by a monitoring center, and when a failure occurs, management is performed so that the failure can be dealt with. For example, as shown in FIG.
12 and 113 are installed. The automatic machine 111 has a telephone 12
1 during the transaction with the automatic machine 111 by the customer.
In the event that a failure has occurred, the telephone 121 can be used to notify the monitoring center of the failure. Similarly, the automatic machine 112 is also provided with a telephone 122,
Is also provided with a telephone 123.

When, for example, a jam occurs in the automatic machine 111, this status information is notified to the monitoring device 140 of the monitoring center via the adapter 131 and the public line NT together with the identification number ID of the automatic machine 111. The adapter 131 is connected to the public line NT by a single line.
When a failure occurs in any of the items 1, 112, and 113 (including the state immediately before the near end of the bill), the failure is notified to the monitoring center.

The telephones 121, 122, and 123 are also connected to the telephone 137 of the reception operator B via a private branch exchange 135 of the monitoring center via an adapter 132 connected to the public line NT by one line. If a customer encounters a failure during a transaction on an automated machine with
The customer uses the telephone to monitor the telephone 137 of the monitoring center.
And notifies the reception operator B of the occurrence of this failure.

[0005] The store 101 is also provided with an automatic machine, a telephone, an adapter and the like, which are configured in the same manner as the store 100. The monitoring center is provided with a private branch exchange 135 connected to the public line NT and a monitoring device 140. The private branch exchange 135 is provided with a monitor telephone 136, a reception operator telephone 137, a manager telephone 138, and the like. The monitoring device 140 includes a printer 141 and a display 142.
Is provided, and each store 100, 10
Automatic machines 111, 112, 113.
When a fault occurs, status information indicating the content of the fault is sent from the faulty automatic machine to the monitoring device 140 together with its identification number ID. The status information can be checked, and the monitoring person A is in charge.

[0006] The supervisor A checks the status information of each automatic machine issued by the printer 141 and performs a process corresponding thereto. For example, check whether the automatic machine is operating normally, and if a failure occurs, perform the processing for recovery from the failure.For example, if the card has not been returned, perform the card return processing and check the operation mode of the automatic machine. In such a case, the payment mode is corrected, such as a payment mode, a withdrawal mode, a failure is notified to a maintenance company, and a security company is notified and replenished when money is insufficient. If the passbook entry service is not performed on a holiday, the contents of the mode change on the next day differ depending on the day of the week. There are provided n monitoring devices 140-1 to 140-n, which are monitored by n persons.

[0007] The reception operator B responds to the inquiry made by the customer via the telephone due to the automatic machine failure by using the reception telephone 137 and searches the personal computer PC from the ID number displayed on the display unit DP of the telephone 137. The supervisor A is requested, and the supervisor A is used by this ID.
Request monitoring. In response to the monitoring request, the monitoring person A brings the store and the automatic machine trouble information of the ID output from the printer 141 to the reception operator. In addition, the reception operator responds to customer inquiries such as business hours and ATM usage. Telephones for reception are 137-1 to 137-
There are P P units, and P people provide reception services.

[0008] The administrator C uses the administrator telephone 138 to respond to the loss or theft of the card by the customer, check the report of the reception operator, check the reception operator's report, and monitor the reception operator. Of the staff members, responding to unsatisfied customers, and creating a management report.
M units of 1 to 138-m are provided and managed by m people.

Next, the operation of the conventional automatic machine monitoring system shown in FIG. 10 will be described. The automatic machine 111 of the store 100 now
When an obstacle such as a card not being ejected occurs, the automatic machine 1
Reference numeral 11 denotes this status information together with store information and automatic machine information via the adapter 131 and the public line NT.
The status information is sent to the monitoring device corresponding to, for example, the monitoring device 140-1, and the printer 141-1 outputs this status information.

At this time, the customer notifies the reception operator B1 of this trouble by using the telephone 121. In this case, since the ID of the automatic machine 111 is displayed on the display unit DP of the reception telephone 137-1 of the reception operator B1, the reception operator B1 searches the personal computer PC1 based on this ID, and searches for the automatic machine of the ID. Is the automatic machine 111 of the store 100, and the destination of the status information is the monitoring device 140-1.
Is recognized, and this ID (in some cases, store 1
00, including the store number and the automatic machine number, such as the automatic machine 111) to the monitoring person A1. Supervisor A1
Selects the status information of this ID from among the status information that is being emitted from the printer 141-1. This is handed over to the reception operator B1 who has received it. In this way, the receiving operator B1 obtains the necessary state information of the automatic machine by handing. Then, the response to the customer was dealt with by this state information.

[0011]

However, such a conventional automatic machine monitoring system has the drawbacks that it requires an automatic machine monitoring personnel for each monitoring device and that each manufacturer must master the usage. there were.

Further, the number of automatic machines to be monitored is different for each monitoring device, and the amount of monitoring work is different, so that personnel arrangement is difficult and inefficient. Also, the communication between the reception operator and the supervisor is inefficient because it is necessary to hand over the printed output, which requires a large number of reception operators.

[0013] It is therefore an object of the present invention to provide an automatic machine monitoring apparatus which has improved such problems.

[0014]

The above object can be achieved by the following constitutions. (1) In an automatic machine monitoring device, an automatic machine management server that receives status signals from a plurality of automatic machines, writes the status signals in a database, and transmits a designated command to the automatic machine.
A monitoring workstation that reads and displays status information of these automatic machines from a database to monitor the automatic machines, issues various commands to the automatic machines, and transmits the automatic machines via the automatic machine management server. A database holding state information to be connected, a communication means such as a telephone set up corresponding to each of the automatic machines, and a telephone set up corresponding to the monitoring workstation are connected to the exchange to receive, hold, call out. And an exchange control server capable of managing the state of the telephone corresponding to the monitoring workstation, and from the communication means installed for the automatic machine via the exchange and the exchange control server. When a call arrives at the monitoring workstation and the call is accepted, the switch control server identifies the source to the monitoring workstation. It sends over de, monitoring workstation and displaying the status information of the automatic machine that is associated with the code from the database on the display screen of the read monitoring workstation.

(2) In the automatic machine monitoring device according to the above (1), the automatic machine management server refers to the automatic machine monitoring schedule and stores the state information of the automatic machine outside the monitoring time period in the database. It is characterized in that this is not entered.

(3) In the automatic machine monitoring apparatus described in the above (1), a store monitoring schedule table in which the monitoring time of each automatic machine is registered is set in a database, and the monitoring workstation displays the status information of the automatic machine on its screen. It is characterized in that the status information is not displayed for automatic machines other than the monitoring time by referring to the store monitoring schedule table when displaying.

(4) In the automatic machine monitoring device according to the above (1), the automatic machine state display is displayed in the same arrangement as the state seen by the customer. (5) In the automatic machine monitoring device according to the above (1), means is provided for displaying the fact that the operator is referring to the detailed state of the automatic machine so that other operators cannot refer to the same automatic machine state. And

(6) In the automatic device monitoring apparatus according to the above (1), in order to notify the incoming call, a display indicating that the incoming call is being received is displayed on the monitoring workstation, the operation of the operator is interrupted, and the incoming call is answered. It is characterized by doing so.

(7) In the automatic machine monitoring apparatus according to the above (1), the authority is set in the operator information according to the type of job, and the order of incoming calls is determined with reference to the authority.

The following effects are obtained by the above-mentioned respective structures. (1) The state information of the automatic machine is stored in a database, and an incoming call from a communication means such as a telephone set corresponding to the automatic machine is made to arrive at the monitoring workstation under the control of the exchange control server, and is transmitted from the monitoring workstation to the database. Since the stored status information of the automatic machine can be read and displayed, there is no need to install a monitoring device corresponding to the manufacturer. Since an incoming call can be received, the operator can be used efficiently, the size of the automatic machine monitoring device can be reduced, and the automatic machine monitoring device can be efficiently operated by a small number of people.

(2) Since the status information of the automatic machine outside the monitoring time is received but not written in the database, the load on the automatic machine monitoring device can be greatly reduced. (3) The automatic machine status information outside the monitoring time is not written in the database, and the automatic machine status information of the automatic machine outside the monitoring time is not displayed when displaying the automatic machine status on the monitor workstation screen. Therefore, the load on the automatic machine monitoring device can be further reduced.

(4) Since the automatic machine status display on the monitoring workstation is displayed in the same arrangement as the status seen by the customer, the explanation from the customer at the time of occurrence of a trouble becomes easy for the operator to understand.

(5) Since other operators cannot refer to the automatic machine detailed state in the database while the operator is referencing the automatic machine detailed state, there is no interruption while the operator is accessing the automatic machine detailed state. Can be recognized smoothly.

(6) An indication that a call is being received is displayed on the monitoring workstation to interrupt the operator's work,
Since the telephone call is answered, when the operator is performing a low-priority operation such as a description about the monitoring device, the operator can interrupt the operation and instruct the operator to answer the telephone, and promptly respond to the customer. It can be done without service degradation.

(7) Since authority is set for the operator according to the type of business and the incoming call order is determined based on the authority, the operator most suitable for the service request from the customer can receive the telephone call, and the service is improved. be able to.

[0026]

Embodiments of the present invention will be described in detail below. A. First Embodiment An embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a block diagram of an embodiment of the present invention, FIG. 2 is a table on a database, a data flow of automatic machine status information,
FIG. 3 shows a data flow of a specific code when a call is received from a store, and FIG. 3 is an automatic machine state information processing flow.

In FIG. 1, 10 is a monitoring apparatus, 11 is an automatic equipment management server, 12 is a private branch exchange, 13 is an exchange control server, 14 is a database, 20-1 to 20-4 are monitoring workstations, 21-1 to 21-1. 21-4 is a telephone,
31 and 32 are stores, 41 to 43 are automatic machines, 51 to 53 are telephones, 61 and 62 are adapters, NT is a public line, LA
N is a local area network, OP-1 to OP
-4 is an operator.

The monitoring device 10 monitors the operating state of the automatic machines 41, 42, 43,... Installed in the stores 31, 32,. 2 shows a specific state of the automatic machine transmitted from the automatic machine. The automatic machine status information is received and transmitted to the automatic machine management server 11.

The automatic machine management server 11 stores stores 31, 32,
Receive status information from the automatic machines 51, 52,... Installed in the automatic machine status table 73 in the database 14.
And transmits a command instructed from the monitoring workstation to the automatic machine. Commands for the automatic machine include cash deposits, withdrawals, exchanges, printing and issuing of certificates (receipts, bank statements, passbooks, etc.). Status information from the automatic machine includes execution results for these commands. Also, there is trouble state information such as a paper jam that has occurred in an automatic machine.

The private branch exchange 12 receives the telephone call received via the public line NT and sends it to the exchange control server 13.
To the monitoring workstations 20-1 and 20-2 under the instruction of the exchange control server 13.
.. Are selectively received by one of the telephones 21-1, 21-2,.

The exchange control server 13 is connected to the automatic machine 4
Telephones 51, 52... Installed as communication means in the vicinity corresponding to 1, 42,.
, And has an interface capable of instructing the private branch exchange 12 to receive, hold, and call, and the telephones 21-1, 21-2,... Corresponding to the monitoring workstation. It manages the state of incoming calls, hold, outgoing calls, etc.

The database 14 stores the automatic machines 41, 4
2... Through the automatic machine management server 11 are stored as an automatic machine status table 73 shown in FIG. 2A, and a store identifier such as that shown in FIG. A store table 71 in which store names are displayed in correspondence, an automatic machine table 72 in which specific codes such as store identifiers, automatic machine identifiers, and telephone numbers are displayed in correspondence are held.

Monitoring workstations 20-1 and 20-
2... Monitor the automatic machines 41, 42... To read and display the state information of these automatic machines 41, 42.
The automatic machines 41, 42,...
・ It issues various instructions such as cash deposit, withdrawal, currency exchange, etc.

Are provided in correspondence with the monitoring workstations 20-1, 20-2,..., And communicate with exchanges in stores 31, 32,.
It becomes possible to communicate with each other via the private branch exchange 12.

The stores 31, 32,... Are, for example, branches of a bank, and have automatic machines 41, 42,. The automatic machines 41, 42... Are, for example, ATMs, and each automatic machine 4 corresponds to each automatic machine 41, 42.
Telephones 51, 5 as communication means near 1, 42,.
.. Are installed, and when a failure occurs in the automatic machine during the transaction, the customer communicates with the monitoring center using the telephone set corresponding to the automatic machine.

The adapter 61 connects the automatic machines 41, 42, 43 installed in the store 31 to the public line NT, and sends the automatic machines 41, 42, 43 sent from one of the automatic machines 41, 42, 43. The status information is output to the public line NT via a single line, or the monitoring workstation 20-1,
20-2.. Are sent to these automatic machines 4 via a single line.
1, 42 and 43.

The adapter 62 uses one of the telephones 51, 52 and 53 corresponding to the automatic machine installed in the store 31 to make inquiries of customers via a single line to the public line NT.
Or the response from the operator is transmitted to the customer via a single line using the telephone of the monitoring workstation.

In the present invention, for automatic machine information management, FIG. 2A shows an automatic machine installation group unit (the above-mentioned store, hereinafter referred to as a store) and an automatic machine unit included in the group. As described above, the store table 71, the automatic machine table 72,
An automatic machine status table 73 holding the automatic machine status reported from the automatic machine is provided on the database 14, and each of these tables 7
1, 72, and 73 are associated by a store identifier, an automatic machine identifier, and the like.

Thus, for example, the automatic machine 41 shown in FIG.
If a trouble such as a jam occurs, as shown in FIG. 2B, the store identifier, the automatic machine identifier, and the automatic machine status information including the occurrence of the jam are transmitted to the adapter 61 and the public line N.
The automatic machine status information is transmitted to the monitoring apparatus 10 via T, and the automatic machine state information is transmitted to the automatic machine management server 11.

The automatic machine management server 11 sends the store identifier, the automatic machine identifier and the automatic machine state corresponding to the automatic machine state information to the database 14. Thereby, the database 14 searches the automatic machine status table already prepared based on the store identifier and the automatic machine identifier transmitted from the automatic machine management server 11, and the automatic machine status transmitted to the automatic machine status column, for example, Write the jam occurrence as data.

On the other hand, a customer who has made a transaction with the automatic machine 41 in which the jam has occurred, goes off-hook the telephone 51 provided corresponding to the automatic machine 41 due to the occurrence of a failure in the automatic machine 41. As a result, the telephone 51 is connected to the private branch exchange 12 via the adapter 62 and the public line NT.

The private branch exchange 12 obtains, for example, its telephone number as a specific code in response to an incoming call from the telephone 51 and sends the telephone number, which is the specific code, to the exchange control server 13. The exchange control server 13 accesses the database 14 based on the specific code, for example, a telephone number, and stores information associated with the automatic machine of the specific code, that is, store information such as a telephone number, a store identifier, and an automatic machine identifier, and automatic machine information. get. And the exchange control server 1
3 is the monitoring workstation 20-1, 20-2,.
A suitable surveillance workstation, eg the most vacant surveillance workstation 20-1,
The store identifier and the automatic machine identifier are transmitted, and at the same time, the faulty automatic machine 41 which arrives at the private branch exchange 12 and the telephone 51 off-hook by the customer during the transaction are transferred to the telephone 21- attached to the monitoring workstation 20-1. 1 to control the connection.

The monitoring workstation 20-1 comprises:
The automatic machine status table 73 in the database 14 is accessed based on the transmitted store identifier and automatic machine identifier, and the automatic machine status information for the automatic machine 41 stored and controlled by the automatic machine management server 11 is read out and displayed. Display in the section.

The operator OP-1 of the monitoring workstation 20-1 looks at the automatic machine status information displayed on the display unit and sends a response to the customer who is dealing with the automatic machine 41 using the telephone 21-1. At the same time, for example, a jam clearing control command is sent from the monitoring workstation 20-1 together with the store identifier and the automatic machine identifier to the automatic machine management server 11, and the automatic machine management server 11 stores the automatic machine table 72 of the database 14 in these stores. The telephone number is obtained by accessing using the identifier and the automatic machine identifier, and this instruction is sent to the automatic machine 41 of the store 31 via the monitoring device 10 and the public line NT, and the process of solving the failure is performed.

Each operation of the automatic machine management program for controlling the automatic machine management server 11, the exchange control program for controlling the exchange control server 13, the database 14, and the monitoring program for controlling the monitoring workstation 20 in one embodiment of the present invention. The state will be described with reference to the in-store automatic machine state information display processing flow shown in FIG.

First, the store table 71, the automatic machine table 72, and the automatic machine state table 73 shown in FIG. 2A are stored in the database 14. The automatic machine state items of the automatic machine state table 73 are naturally understood at first. Is blank.

First, the exchange control program executes the initial processing or the batch processing to store the shop table 71 and the automatic machine table 7.
2 are read from the database 14 and stored in the exchange control server 13. Similarly, the automatic machine management program reads the store table 71 and the automatic machine table 72 from the database 14 by initial processing or batch processing and stores them in the automatic machine management server 11.

(1) For example, when automatic machine state information is transmitted from the automatic machine 41 of the store 31 to the automatic machine management server 11, the automatic machine management program receives the automatic machine state information. (2) Then, the received automatic machine state information is transmitted to the database 14. As a result, the database 14 receives the automatic machine status information, and writes the automatic machine status information into the automatic machine status table 73 as shown in FIG.

(3) On the other hand, when the incoming call notification is transmitted from the private branch exchange 12 to the exchange control server 13, the exchange control program receives the incoming call from the private branch exchange 12. The exchange control program uses the telephone number received by the calling number notification included in the incoming call notification to store,
Identify automatic machines.

(4) Then, the exchange control program is:
An incoming call notification is sent to the standby monitoring workstation, and store information and automatic machine information are notified. As a result, an incoming call notification including the store information such as the store code, the store name, the automatic machine code, the automatic machine name, and the automatic machine information is received by the monitoring program.

(5) The monitoring program returns an incoming call response indicating the reception to the exchange control program, and the incoming call response is received by the exchange control program. (6) Then, the exchange control program issues a connection start request to the private branch exchange 12.

(7) On the other hand, the monitoring program executes the above-mentioned (5)
After the incoming call response, the store information and the automatic machine identifier obtained from the store information and the automatic machine information of (4) are transmitted to the database 14. The database 14 searches the automatic machine status table 73 by receiving the store identifier and the automatic machine identifier. Then, corresponding shop information and automatic machine state information are obtained.

(8) The database transmits the corresponding store information and automatic machine status information to the monitoring program. The monitoring program receives the store information and the automatic machine status information. Then, the store information and the automatic machine status information are displayed on the display screen of the monitoring workstation.

(9) At this time, at the monitoring workstation, the operator is talking on the telephone with the operator with the customer who is dealing with the automatic machine, but the operator responds to the customer while looking at the automatic machine status information. . Then, a command can be issued to the automatic machine as needed.

B. Second Embodiment A second embodiment of the present invention will be described with reference to FIGS. 4A and 5 and other drawings. FIG. 4A is a format explanatory diagram of a store monitoring schedule table, and FIG. 5 is an automatic machine state information processing flow according to the second embodiment.

In the second embodiment of the present invention, traffic at the time of writing to a database is reduced. Conventionally, all automatic machine statuses sent from the automatic machine have been displayed or printed. In addition, when an in-store staff monitors by setting the automatic machine, the setting is set to the in-store monitoring mode. In this case, the automatic machine transmits the state of the automatic machine as "in-store monitoring".

The conventional monitoring apparatus for automatic machines receives all the states of the automatic machines and determines that monitoring is not required when the state of the automatic machines displayed on the monitoring screen, for example, when "in-store monitoring" is displayed. Was. However, in other cases, for example, when the display is “end” or “near end” indicating “failure” or out of bills, these are displayed and the operator responds within the monitoring time of the monitoring center.

For this reason, since all the registered states of the automatic machines are displayed, when the number of registered automatic machines, that is, the number of managed machines is large, the screen display is complicated, and the monitoring work requires much time and labor. .

In the second embodiment of the present invention, in addition to the store table, the automatic machine table, and the automatic machine state table as shown in FIG. 2A in the first embodiment, FIG. ) Is set in the database 14 shown in FIG. 1 in which the store identifier, the monitoring start time, and the monitoring end time are entered, and the monitoring time corresponding to each store is set in this store monitoring schedule table. The store monitoring schedule table 74 is referred to by the automatic machine management server 11 shown in FIG. 1, and the automatic machine status information belonging to the store outside the store monitoring time is not entered in the database 14. As a result, the traffic of database writing can be reduced, unnecessary access to the database 14 can be reduced, and performance degradation of the database 14 can be prevented.

The operation of the second embodiment of the present invention will be described with reference to FIG.
This will be described based on the automatic machine state information processing flow shown in FIG. First, in addition to the store table 71, the automatic machine table 72, and the automatic machine state table 73 shown in FIG.
A store monitoring schedule table 74 shown in FIG.

First, the exchange control program reads the shop table 71 and the automatic machine table 72 from the database 14 by initial processing or batch processing, and stores them in the exchange control server 13. The automatic machine management program also reads the store table 71, the automatic machine table 72, and the store monitoring schedule table 74 from the database 14 by initial processing or batch processing, and stores them in the automatic machine management server 11.

(1) For example, when the automatic machine status information is transmitted from the automatic machine 41 of the store 31 to the automatic machine management server 11, the automatic machine management program receives the automatic machine status information.
Upon receiving the automatic machine status information, the automatic machine management program refers to the store monitoring schedule table 74. If the automatic machine status information received at this time is outside the monitoring time, it is not transmitted to the database 14.

(2) However, when the affiliated store entered in the received automatic machine state information is within the monitoring time, the automatic machine state information is transmitted to the database 14. The database 14 receives the automatic machine status information and writes the automatic machine status information into the automatic machine status table 73.

(3) On the other hand, at the monitoring workstation,
The operator inputs a search condition to detect a monitoring target state that occurs without a customer, for example, a near-end state. As a result, designated conditions such as near-end search are read into the monitoring program. The read conditions are transmitted to the database 14.

(4) The database 14 receives the search condition. Then, according to this condition, the automatic machine status table 73
Search for all. As a result, the search condition, for example, information on the shop where the near-end automatic machine exists, the automatic machine number, and the like are obtained. The store information and the automatic machine status information are transmitted to the monitoring program that has made the request.

(5) The database 14 transmits the shop information and the automatic machine status information corresponding to the search conditions obtained by the search to the monitoring program that has requested. The monitoring program receives the store information and the automatic machine status. Then, a list of the automatic machine status information is displayed on the display unit of the monitoring workstation. As a result, the operator can display a list of designated automatic machine state information such as the number of automatic machines of which store in which store is in a near-end state.

C. Third Embodiment A third embodiment of the present invention will be described with reference to FIGS. 4 (B) and 6 and other drawings. FIG. 4B shows an automatic machine latest state table 75, and FIG. 6 is a processing flow of displaying a list of automatic machine latest states according to the third embodiment.

In the third embodiment of the present invention, the traffic at the time of writing to the database is reduced, and at the time of reading out the written state information, that is, what was within the monitoring time at the time of writing is monitored at the time of reading. It is intended to improve the efficiency of monitoring without displaying the monitor when it is out of time.

Therefore, in addition to the store table 71 and the automatic machine table 72 as shown in FIG. 2A in the first embodiment, an automatic machine latest state table 75 as shown in FIG. Is set in the database 14. Here, in the automatic machine latest state table 75, as shown in FIG. 4B, items such as a store identifier, an automatic machine identifier, and an automatic machine state are entered.

In the third embodiment, in order to display a list of the latest status of an automatic machine, an automatic machine status holding area corresponding to an automatic machine with a monitoring schedule for that day is set before starting monitoring work by the system every day. I do.

When displaying the automatic machine status information in a list, the monitoring workstation refers to the automatic machine latest status table 75 and the monitoring start time and the monitoring end time in the store monitoring schedule table of FIG. Displays only the status information of the automatic machines within.

The operation of the third embodiment of the present invention will be described with reference to FIG.
A description will be given based on the processing flow for displaying a list of the latest state of the automatic machine shown in FIG. First, a store table 71, an automatic machine table 72 as shown in FIG. 2 (A), and a store monitoring schedule table 74 as shown in FIG. 4 (A) are set in the database 14, and based on these, shown in FIG. 4 (B). An automatic machine latest state table 75 is set. These processes are performed by a batch process.

Then, the exchange control program reads the store table 71 and the automatic machine table 72 from the database 14 by initial processing or batch processing, and stores them in the exchange control server 13. The automatic machine management program reads the store table 71, the automatic machine table 72, and the store monitoring schedule table 74 from the database 14 by initial processing or batch processing, and stores them in the automatic machine management server 11.

(1) For example, when automatic machine status information is transmitted from the automatic machine 41 of the store 31 to the automatic machine management server 11,
The automatic machine management program receives the automatic machine status information. Upon receiving the automatic machine status information, the automatic machine management program refers to the store monitoring schedule table 74. If the automatic machine status information received at this time is outside the store monitoring time, it is not transmitted to the database 14.

(2) However, when the affiliated store entered in the received automatic machine state information is within the monitoring time, the automatic machine state information is transmitted to the database 14. The database 14 receives the automatic machine state information and writes the automatic machine state information into the automatic machine latest state table 75.

(3) On the other hand, at the monitoring workstation,
The operator inputs a search condition to detect a monitoring target state that occurs without a customer, for example, a near-end state. As a result, designated conditions such as a near-end search are read into the monitoring program. Then, the read conditions are transmitted to the database 14.

(4) When the database 14 receives this search condition, the automatic machine latest state table 75
Search for all. At this time, if the search time is outside the monitoring time entered in the automatic machine latest status table 75, the search for that is not performed. The latest state of the automatic machine 7
5 are performed.

(5) The database 14 transmits the corresponding shop information and automatic machine status information obtained by this search to the monitoring program that has requested. The monitoring program receives the shop information and the automatic machine status information, and displays a list of the latest automatic machine status information on the display unit of the monitoring workstation. As a result, the operator can display a list of the latest automatic machine status information under the specified search conditions.

D. Fourth Embodiment A fourth embodiment of the present invention will be described with reference to FIGS. 4C and 7 and other drawings. FIG. 4C is a screen image example showing the state of the automatic machine in the store, and a second automatic machine table 76.
FIG. 7 is a flow chart showing the display of automatic machine state information in a store and the automatic machine identification flow according to the fourth embodiment.

In the fourth embodiment of the present invention, the arrangement of the automatic machines in the store and the display position of the automatic machine status display in the store are matched and displayed. The reference position can be displayed on a common screen by unifying all of the stores registered by the system, for example, on the left side of the store.

In the example of the screen image shown in FIG. 4 (C), the reference position is set to the left with the left side of the display unit DP as the left side of the store, and the automatic machine states are set to the first machine, the second machine in the order of the automatic machine logical numbers, and from the left.
By arranging the automatic machine as the third machine and the third machine, the situation inside the store can be seen in the same way as the user of the automatic machine, and the automatic machine can be specified quickly and a quick response can be taken. FIG. 4 (C)
Are examples in which the first automatic machine is normal, the second automatic machine is faulty, and the third automatic machine is near-end.

The operation of the fourth embodiment of the present invention will be described based on the display of the in-store automatic machine status information and the automatic machine specifying flow shown in FIG. Store listing for database 14,
The storing of the automatic machine table and the automatic machine state table, the reading of the store table and the automatic machine table for the exchange control program, the reading of the store table and the automatic machine table for the automatic machine management program, and the like are performed in the first embodiment shown in FIG. This is the same as the embodiment, and (1) to (7) in FIG. 7 are also the same as those in the first embodiment shown in FIG.

(8) The database 14 transmits the corresponding store information and automatic machine status information to the monitoring program. The monitoring program receives the store information and the automatic machine status information. Then, the store information and the automatic machine state information are displayed on the display screen of the monitoring workstation as shown in the screen image shown in FIG. This is shown in FIG.
As shown in the second automatic machine table 76 shown in (C), by adding an automatic machine logical number, the display position can be matched with the line of automatic machines in the store.

(9) At this time, if the customer makes a call using a telephone corresponding to the automatic machine, the operator can make a call while looking at this screen. (10) The operator confirms the position of the automatic machine from the reference position to the customer using the automatic machine while viewing this screen.

(11) In response to the confirmation inquiry from the operator, the customer using the automatic machine notifies the operator of the order from the left. The operator can know the logical number from the automatic machine status display on the display screen based on this, and thereby selects the automatic machine.

(12) As a result, the monitoring program transits to the selected automatic machine corresponding screen. Then, the status information of the automatic machine is displayed. The operator will take appropriate action based on this display screen.

E. Fifth Embodiment A fifth embodiment of the present invention will be described with reference to FIG. In the fifth embodiment, when an automatic machine detailed state table is being referred to by an operator, a display indicating this is performed so that another operator cannot refer to the same automatic machine detailed state table.

For this reason, as shown in FIG. 8A, an automatic machine latest state table 75 'having a data acquirer column is provided in the database 14. The automatic machine latest state table 75 'includes, for example, a store identifier, an automatic machine identifier, an automatic machine state, a monitoring start time,
In addition to each column of the monitoring end time, a data acquirer column indicating that the automatic machine latest status table is being referred to by the operator, that is, indicating the existence of the data acquirer, is provided. And when the operator first refers to this automatic machine latest status table, the operator identifier being displayed is displayed in this data acquirer column,
Suppress reference from other operators. Of course, instead of the operator identifier, a flag indicating that a reference is being made may be set.

For example, when a specific automatic machine is selected by displaying a list of automatic machine state information and an individual corresponding screen is displayed,
At the same time, the identifier of the operator being processed is entered and displayed in the data acquirer column indicating the existence of the data acquirer provided in the automatic machine latest status table 75 ', and other operators cannot participate individually during the display. That is, under the control of the monitoring workstation, even if a specific machine is selected by a list display of the automatic machine status information, if there is a preceding data acquirer, it cannot be referred to.

Thus, when the preceding data acquirer is looking at the state of the automatic machine and performing a corresponding process, for example, when requesting a security company to replenish bills based on the near-end state, another reference is made. The same process can be prevented from being performed by the user.

F. Sixth Embodiment A sixth embodiment of the present invention will be described with reference to FIG. In the sixth embodiment, when a call is received from a customer, even if the operator performs another display operation,
In order to improve the service, priority is given to the response to the incoming call from the customer. And for this purpose, when the incoming notification is received by the monitoring workstation, the screen indicating the incoming call is displayed on the previously displayed screen, and when the operator inputs a response on the screen indicating the incoming call, Transition from the original incoming call screen to the incoming call processing screen. Note that the incoming call screen has a size that hides all the operation units on the current screen.

S1. When the operator refers to, for example, an operation explanation or the like at the monitoring workstation, the monitoring workstation receives an incoming call notification from the exchange control server 13. As a result, the monitor workstation displays a screen indicating an incoming call.

S2. With the display of the screen indicating the incoming call, the monitoring workstation enters a state of waiting for a response from the operator. S3. When the operator inputs a response to this incoming call, the monitoring workstation receives this response and erases the incoming call display screen that was being displayed.

S4. Then, following the deletion of the incoming call display screen, the monitoring workstation displays the store status screen from the screen before the incoming call. The operator will then answer the incoming telephone call.

As described above, since the operator's work is forcibly interrupted and the telephone call is answered, it is possible to prevent the service from being lowered due to the delay in answering the telephone call from the customer.

G. Seventh Embodiment A seventh embodiment of the present invention will be described with reference to FIGS. 8 (C) and 9 and other drawings.

In the seventh embodiment, the private branch exchange 1 has three types of telephone numbers: a telephone number for reception, a telephone number for maintenance and security, and a telephone number for other inquiries.
When a call arrives at a telephone number for reception, the reception operator receives it.When a call arrives at a telephone number for maintenance and security, an operator who has the authority to perform maintenance and security receives it and receives another telephone number for inquiries. In this case, an operator with administrative authority receives it. When making a call using a telephone provided for an automatic machine in each store, the reception operator receives the call.

FIG. 8C shows an operator table, and FIG. 9 shows a flow in which the exchange control server transmits an incoming call notification by referring to the authority of the operator. The operator table clearly shows the authority of the operator, for example, the contents of the authority such as reception and management. As shown in FIG.
Indicates the operator name, the ID number of the operator, and the authority. In the authority column, the actual authority of the operator, such as reception or management, is entered.

This operator table 77 is created for each operator and stored in the database 14. At this time, the database 14 also stores a store table 71, an automatic machine table 72, an automatic machine state table 73, and the like, as in the first embodiment. First, the exchange control program reads the operator table 77, the shop table 71, and the automatic machine table 72 from the database 14 by initial processing or batch processing, and stores them in the exchange control server 13. The automatic machine management program omitted in FIG. 9 also reads the store table 71 and the automatic machine table 72 from the database 14 by initial processing or batch processing, and stores them in the automatic machine management server 11.

Now, for example, when a card jam occurs in the automatic machine 41 shown in FIG. 1, this automatic machine status information is entered in the automatic machine status table of the database 14 as described above. At the same time, customers who are dealing with this automatic machine 41
Is notified to the monitoring center by using the telephone 51 corresponding to. Thus, the operation as shown in FIG. 9 is performed.

(1) This notification from the telephone set 51 becomes an incoming call notification from the private branch exchange 12, and is notified to the exchange control server 13. As a result, the exchange control program can determine the automatic machine table 7 from the number received by the calling number notification service.
2 to obtain a store identifier and an automatic machine identifier, thereby searching the automatic machine state table 73 in the database 14 to obtain automatic machine state information.

Further, the exchange control program refers to the operator table 77, the operator ID and the monitoring workstation correspondence table, and refers to the authority of the operator of the monitoring workstation which is on standby. Notify an appropriate surveillance workstation, such as an incoming call. At this time, the store information and the automatic machine information including its status are also notified. Then, an incoming call response is received from the monitoring workstation in response to the incoming call notification.

(2) In response to receiving the incoming call response, the exchange control program issues a request to the private branch exchange 12 to start a connection to a monitoring workstation of an operator having the authority to accept the above. In this way, an incoming call is made to the monitoring workstation where the operator having the authority to accept exists.

The operator having the authority of the reception recognizes the contents of the trouble such as the card jam by referring to the automatic machine status information, and transfers the telephone call from this customer to another operator having the corresponding authority, that is, the administrative authority. Make a request to

In this way, the incoming call can be transferred to the operator most suitable for the customer's response. This allows the operator to provide an appropriate response service to the customer using the telephone.

As a result, the most appropriate operator according to the contents of the incoming call notification can be requested to answer the incoming call, so that an improvement in service can be expected. Moreover, since the authority of the operator is registered in the operator table, even if the operator moves to a different monitoring workstation, appropriate correspondence can be performed by preparing a correspondence table of the operator ID and the monitoring workstation.

Further, since it is possible to know which operator has which authority is present at which monitoring workstation, the operator can use an arbitrary monitoring workstation and can flexibly deal with it, leading to an improvement in service. become.

[0108]

According to the present invention, the following effects can be obtained. (1) The state information of the automatic machine is stored in a database, and an incoming call from a communication means such as a telephone set corresponding to the automatic machine is made to arrive at the monitoring workstation under the control of the exchange control server, and is transmitted from the monitoring workstation to the database. Since the stored status information of the automatic machine can be read and displayed, there is no need to install a monitoring device corresponding to the manufacturer. Since an incoming call can be received, the operator can be used efficiently, the size of the automatic machine monitoring device can be reduced, and the automatic machine monitoring device can be efficiently operated by a small number of people.

(2) Even if the status information of the automatic machine outside the monitoring time is received, it is not written in the database, so that the load on the automatic machine monitoring device can be greatly reduced. (3) The automatic machine status information outside the monitoring time is not written in the database, and the automatic machine status information of the automatic machine outside the monitoring time is not displayed when displaying the automatic machine status on the monitor workstation screen. Therefore, the load on the automatic machine monitoring device can be further reduced.

(4) Since the automatic machine status display on the monitoring workstation is displayed in the same arrangement as the status seen by the customer, it is easy for the operator to understand the explanation from the customer when a failure occurs.

(5) Since the operator is not able to refer to the detailed status of the automatic machine in the database while the operator is referring to the detailed status of the automatic machine, there is no interruption from the others while the operator is accessing the detailed status of the automatic machine. Can be recognized smoothly.

(6) A display indicating that a call is being received is displayed on the monitoring workstation to interrupt the operator's work,
Since the telephone call is answered, when the operator is performing a low-priority operation such as a description about the monitoring device, the operator can interrupt the operation and instruct the operator to answer the telephone, and promptly respond to the customer. It can be done without service degradation.

(7) Authority is set to the operator according to the type of business and the incoming call order is determined based on the authority. Therefore, the operator most suitable for the service request from the customer can receive the call, and the service is improved. be able to.

[Brief description of the drawings]

FIG. 1 is an embodiment of the present invention.

FIG. 2 is a data flow diagram of a table on a database and automatic machine status information.

FIG. 3 is a flowchart of a display process of in-store automatic machine status information.

FIG. 4 is a display explanatory diagram showing a format of a store monitoring schedule table, an automatic machine latest state table, and a state of an automatic machine in a store.

FIG. 5 is an automatic machine state information processing flow chart.

FIG. 6 is a processing flowchart for displaying a list of the latest state of the automatic machine.

FIG. 7 is a display diagram of the in-store automatic machine status information and an automatic machine specifying flow chart.

FIG. 8: Automatic machine latest status table, incoming screen display processing flow,
It is an operator table.

FIG. 9 is a flowchart for transmitting an incoming call notification with reference to an operator authority column.

FIG. 10 is an explanatory view of a conventional example.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Monitoring apparatus 11 Automatic equipment management server 12 Private branch exchange 13 Exchange control server 14 Database 20-1 to 20-4 Monitoring workstation

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Izumi Shimizu 6-26-1, Minamioi, Shinagawa-ku, Tokyo Fujitsu Support and Service Co., Ltd. (72) Inventor Hiroshi Miyazaki 6-26 Minamioi, Shinagawa-ku, Tokyo No. 1 Inside Fujitsu Support and Service Co., Ltd. (72) Inventor Shinji Umeda 6-26-1, Minamioi, Shinagawa-ku, Tokyo Inside Fujitsu Support and Service Co., Ltd. (72) Inventor Tetsuya Yama ▲ saki Tokyo Fujitsu Support & Service Co., Ltd., 6-26-1, Minamioi, Shinagawa-ku

Claims (7)

[Claims] 1. Receiving status signals from a plurality of automatic machines,
An automatic machine management server for writing to the database and transmitting the instructed command to the automatic machine; and reading and displaying status information of these automatic machines from the database for monitoring the automatic machine, A monitoring workstation that issues commands; a database that holds status information transmitted from the automatic machine via an automatic machine management server; communication means such as a telephone installed corresponding to each automatic machine; and the communication Switching means for connecting means and a telephone set up corresponding to the monitoring workstation, so that it is possible to instruct an exchange and to receive, hold, or place a call, and to manage the state of the telephone corresponding to the monitoring workstation. A monitoring work via a switching device and a switching device control server from communication means installed for the automatic device. Coming into Shon, when the incoming call acceptance, sending a code identifying the source from the exchange control server to the monitoring workstation,
An automatic machine monitoring device, wherein the monitoring workstation reads out status information of the automatic machine associated with the code from a database and displays it on a display screen of the monitoring workstation. 2. The automatic machine management server according to claim 1, wherein the automatic machine management server refers to the automatic machine monitoring schedule and does not write the state information of the automatic machine outside the monitoring time even in the database. Item 2. The automatic machine monitoring device according to Item 1. 3. A store monitoring schedule table in which the monitoring time of each automatic machine is registered is set in the database, and the monitoring workstation refers to the store monitoring schedule table when displaying the status information of the automatic machine on the screen and monitors the table. 2. The automatic machine monitoring device according to claim 1, wherein the status information is not displayed for the automatic machines other than the time. 4. The automatic machine monitoring apparatus according to claim 1, wherein the automatic machine state display is displayed in the same arrangement as a state where the customer views. 5. An automatic machine monitoring system according to claim 1, further comprising means for displaying the fact that the operator is referring to the detailed state of the automatic machine, so that another operator cannot refer to the same automatic machine state. apparatus. 6. The system according to claim 1, further comprising the step of displaying an incoming call on the monitoring workstation to interrupt the work of the operator and to respond to the incoming call to notify the incoming call. Automatic machine monitoring device. 7. The automatic machine monitoring apparatus according to claim 1, wherein authority is set in the operator information according to the type of job, and the order of incoming calls is determined with reference to the authority.